1.Scope
This Refund & Cancellation Policy applies to all paid offerings of STAT, operated by Tristack Technologies LLP. It is part of the Terms of Service; capitalised terms used here have the meanings given there. Where a signed Order or Master Services Agreement contains refund terms more favourable to the Customer than this policy, the more favourable terms apply.
All amounts are in Indian Rupees (₹) and inclusive references to GST mean the prevailing rate (currently 18%).
2.Free trial
New schools may receive a free trial of up to 14 days, as recorded on the Order. No payment is collected during the trial. If the school does not convert to a paid subscription before the trial ends, the accounts are deactivated and any data is exported and deleted in accordance with the Privacy Policy. There is nothing to refund because nothing was charged.
3.School subscriptions
Institutional subscriptions are billed in advance, monthly or annually, per the Order. The school determines whether and when to terminate.
Cancellation by the school for convenience
- Monthly subscriptions: the school may cancel before the next billing date by emailing billing@tristack.tech at least 7 days before renewal. The current month is served to its end and is not refundable.
- Annual subscriptions: the school may cancel for convenience at any time. The current annual term continues to its end (the school retains access). No refund is due for the unused remainder of an annual term cancelled for convenience, except as specifically provided below.
Cancellation by the school within 7 days of first payment
For a school's first ever paid invoice, the school may request a cancellation within 7 calendar days of the invoice payment date. If fewer than 5 student accounts have been used to attempt a quiz, we will issue a full refund of the subscription portion (setup fees remain non-refundable; see §4). If 5 or more student accounts have used the platform, a pro-rata refund is given for the remaining unused months of the term, less a 10% administrative fee.
Cancellation for cause by the school
If Tristack is in material breach of the Terms of Service and fails to cure the breach within 30 days of written notice from the school, the school may terminate immediately and is entitled to a pro-rata refund of fees already paid for the unused portion of the current term.
Cancellation by Tristack
- For convenience by Tristack: we may discontinue the Platform on 90 days' notice; the school receives a pro-rata refund of fees paid for the period after discontinuation.
- For breach by the school: if we terminate because of the school's material breach of §5 of the Terms (acceptable use), unpaid fees, or insolvency, no refund is payable for the unused term.
4.Setup, onboarding, and add-on fees
The following are one-time fees and are treated separately from the subscription:
| Fee | Refundable? | Notes |
|---|---|---|
| Onboarding & configuration fee | Refundable until configuration begins | Once we begin school setup (curriculum activation, theme, classes), the fee is non-refundable. |
| Book extraction fee | Non-refundable once extraction has started | The AI extraction job consumes inference credits. Refundable in full only if cancelled before any pages have been processed. |
| Play-Store listing fee | Non-refundable once submitted to Google Play | Refundable only if cancelled before submission. |
| White-label Android app build | Non-refundable once a signed APK is delivered | If the build fails on our side and we cannot deliver a signed APK within 60 days, full refund of the build fee. |
| Custom training / on-site support | Refundable up to 7 days before the scheduled session | Cancellation within 7 days of the session: 50% refund. After the session has begun: no refund. |
5.Sankalp parent top-ups
Sankalp parents access the Platform via a free monthly quota plus optional paid top-ups (₹100 for 10 additional quizzes, sold via Razorpay). Top-ups are consumed FIFO, never expire, and roll over month to month.
Within 24 hours of purchase, no quizzes consumed
Full refund of the top-up amount on request, no questions asked. Use the request form in §11.
Within 7 days of purchase, partial consumption
Pro-rata refund for unused quizzes at the rate of ₹10 per unused quiz, less a flat ₹15 transaction-handling fee. Any remaining balance after the refund is forfeited so that we can fully settle the order. Example: a parent buys ₹100 (10 quizzes), uses 3, requests refund on day 4. Refund = (10 − 3) × ₹10 − ₹15 = ₹55.
After 7 days
No cash refund. Unused quizzes remain in the parent's account and can be consumed at any time while the account is active.
Free quota
The 30 free quizzes per calendar month carry no monetary value, are not transferable, do not roll over, and are not refundable in any form.
Account deletion by the parent
If a parent requests account deletion under the Privacy Policy and there is an unused paid balance from a top-up purchased in the previous 30 days, we will refund the balance pro-rata as in §5(b) above. Top-up balances older than 30 days at the time of deletion are forfeit.
6.Failed and duplicate payments
If you are charged but the corresponding subscription, invoice, or top-up does not appear on your account within 24 hours, or you are charged twice for the same item, contact billing@tristack.tech with the Razorpay order ID or invoice number. We will reconcile with the gateway and refund the duplicate or failed charge in full within 7 business days.
7.Chargebacks & payment disputes
If you raise a payment dispute with your bank or Razorpay (a “chargeback”) without first contacting us under §11, we may suspend the affected account until the dispute is resolved. Chargebacks found by the gateway to be without basis (i.e. the service was rendered as ordered) may result in: (i) permanent account suspension, (ii) recovery of the disputed amount and any chargeback fee imposed by the gateway, and (iii) referral to legal recovery. Genuine fraud reports (someone other than the account holder used a card) are handled with full cooperation and a refund is issued upon verification.
8.Processing time
- We acknowledge refund requests within 2 business days.
- Approved refunds are initiated to the gateway within 5 business days of approval.
- Razorpay typically credits the source bank account, card, or UPI handle within 3–7 business days after we initiate. Some banks take longer; we cannot accelerate the bank's clearing cycle.
- For school refunds settled by NEFT/RTGS, we issue payment within 7 business days of approval to the bank account verified in the Order.
9.Service credits vs. cash refunds
Where the Terms of Service entitle the Customer to a service credit (for example, the SLA credit in §9 of the Terms), the credit is applied against the Customer's next invoice. Service credits are not cash-redeemable, do not accrue interest, and lapse on termination of the subscription. The Customer may choose to convert outstanding service credits into a cash refund only if Tristack terminates the Platform for convenience under §11 of the Terms.
10.Force majeure & service interruption
Where the Platform is unavailable due to a Force Majeure Event (as defined in §17 of the Terms of Service), Tristack's obligation to deliver the service is suspended for the duration of the event. The following refund treatment applies:
- Up to 72 continuous hours of force-majeure unavailability: no refund or service credit, on the basis that brief disruptions are an industry-standard risk that is suspended (not breached) by force majeure.
- 72 hours to 60 days of continuous force-majeure unavailability: at the affected Customer's request, we will extend the subscription term by the duration of the unavailability at no additional charge — this is the primary remedy.
- More than 60 continuous days: either party may terminate under §17 of the Terms; the Customer is entitled to a pro-rata refund of fees paid for the period after the Force Majeure Event began.
- Where unavailability is caused by a Force Majeure Event affecting only an optional feature (for example, AI question generation due to an Anthropic outage), and the rest of the Platform continues to operate, no refund is payable; the affected feature is restored when the upstream provider recovers.
For unavailability that is not a Force Majeure Event and is within Tristack's reasonable control, the SLA credits in §9 of the Terms apply, and where uptime falls below 90% in a calendar month for two consecutive months, the Customer may elect, instead of credits, a pro-rata cash refund for the affected months.
11.How to request a refund
Send an email to refunds@tristack.tech with the following:
- Your registered email address and account type (school principal, parent, etc.).
- The Razorpay order ID, invoice number, or transaction reference.
- The amount paid and the date of payment.
- The reason for the request — please be specific; this helps us triage and improves our service.
- For Sankalp parents requesting a partial refund, the number of quizzes consumed (we will verify against our records).
We will acknowledge within 2 business days and issue a substantive response within 5 business days. If additional information is needed, we will ask once and consolidate any follow-up.
12.Non-refundable items
For clarity, the following are not refundable in any circumstance other than where Indian law mandates otherwise:
- Free-tier usage (Sankalp monthly quota, free trials).
- Subscription fees for periods already served.
- Setup fees once the corresponding work has commenced (see §4 for the cut-offs).
- Top-up balances older than 7 days where some quizzes have been consumed (these become a service credit only).
- Discounts, promotional credits, referral bonuses, and similar non-cash incentives.
- GST and other statutory taxes already remitted to the relevant authority — we will refund only what we can legitimately recover from the tax authority via credit notes.
- Payment-gateway fees that Razorpay does not return to us when a refund is processed (these are deducted from the refund and disclosed in advance).
13.Statutory rights & consumer protection
Nothing in this policy excludes or limits any non-waivable right that you have as a consumer under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or any other applicable Indian law. Where a clause of this policy conflicts with such a non-waivable right, the right prevails to the extent of the conflict, and the rest of this policy continues to apply.
For consumer purchases under the Sankalp parent flavour, the e-commerce rules require us to publish (i) the total price including all taxes, (ii) the cancellation, return, and refund policy (this page), and (iii) the contact details of the Grievance Officer. All three are available on the relevant checkout page and in the Privacy Policy.
14.Disputes
If a refund decision is unsatisfactory, you may escalate to the Grievance Officer at grievance@tristack.tech. If the dispute is not resolved within 30 days, the dispute-resolution and arbitration provisions in §20 of the Terms of Service apply — that is, good-faith negotiation followed by sole-arbitrator arbitration in New Delhi under the Arbitration and Conciliation Act, 1996. Consumer-forum rights under the Consumer Protection Act, 2019 remain available where applicable.
15.Changes to this policy
We may revise this policy from time to time. The current version, with a “Last updated” date, is always the operative one. Material changes — for example, a change to the pro-rata formula or to processing times — will be notified to active Customers by email at least 30 days in advance. Changes do not apply retrospectively to refund requests already submitted.